J. Armstrong

Talk about unsurpassed customer service!  One of your technicians, Michael, just went above and beyond to help me diagnose and correct an internet connectivity problem. We'd initially tried to set up a new modem I'd purchased because of connectivity issues I'd recently experienced with my old modem.  It's generally a routine and quick process to set up a new modem; however, the system was unable to recognize the MAC ID, and the result was an incomplete and very unusual connection to the internet.  Suffice it to say that after exhaustive troubleshooting, consulting with others to ensure equipment compatibility and verify that we'd tried virtually every potential solution, we discovered that the new modem is defective.  Michael didn't stop there, though: he had me re-connect my old modem, discovered that the firmware hadn't updated (as it should have automatically), addressed that issue and had me back online in minutes.  He spent nearly 1 1/2 hours working so patiently and diligently to resolve a problem that had rendered me unable to work from home, when he could very easily have decided it wasn't an issue that could be resolved over the phone.  I'm deeply appreciative of the expertise, time and effort Michael devoted to finding a resolution to get me up and running.  His technical proficiency is surpassed only by his truly exceptional courtesy, professionalism and customer service skills.  He really hit it out of the park, and is an exemplary ambassador for WOW!